Client Support Services Client Support Services

There are 3 levels of support depending on your subscription tier, with the option of upgrading to a higher support agreement to take advantage of the additional inclusive hours.

  • Start Up – is Base (NCA) support with 30 mins of inclusive support time for telephone and email support requests.
  • Growth – comes with Total Care (CTCA) with 3 hours of inclusive time per month. Clients can take advantage of a range of varied in-house services including: general support, content loading and professional design services to help you get the most from your Vibe channel.
  • Enterprise – comes with Premium Care (CPCA), our highest-level support package with 6 hours of inclusive time per month. It is an essential support option for clients whose communication channel is a critical element of their business, as it ensures absolute priority of support over the other support levels. The package includes 24/7 Monitoring of your content management platform, priority responsive times and 6 hours of inclusive time, which can be used on a range of services from support through to design and management of your slides.

Support Agreement Inclusions

  • Contegro CMS Development
    • Confirmed defects within the Vibe portal and admin console (see exclusions)
  • Hardware Support
    • Operating hardware (foil, screen or computer) supplied by us, which may include;
      • Checking logs for screen up-time details
      • Remote management and Monitoring (i.e. TeamViewer, VPN maintenance and checking)
        Total Care and Premium Care only
      • Deleting slides and checking that all slides are downloading in full
      • Altering start-up scripts as required
      • Troubleshooting false touches
  • Digital Signage Software
    • Firmware upgrades for Vibe Cloud subscribers
    • Vibe App releases
  • Updates/Changes
    • Tasks where developer-only permissions apply, which may include
      • Resetting administrator passwords
      • Updating code on the server
      • Updating template variables
  • Infotainment Subscription
    • Fixing errors related to altered 3rd party data feeds (i.e. recognised Infotainment data feeds), i.e. Weather, Traffic, News, What's On, etc
    • Infotainment slides updated to suit specific locations (where available within data feeds). I.e Traffic, Weather, News etc.
  • Vibe Design
    • Information Bar - Positioning of content (e.g. logo and text)
  • Vibe Coaching
    • Customised, personal coaching for Start-up, Growth and Enterprise Vibe subscriptions

Vibe Subscription

Active Vibe Start Up, Growth and Enterprise plan subscribers receive free and unlimited access to infotainment streams and Communication Templates.

For all other support agreements/tiers, Communication Templates and Premium Programs are purchased in addition to your monthly/annual support agreement.

Email/Phone support

All our clients paying for Base (NCA) support will receive up to 30 minutes of FREE email/phone support each month (unless customized in your Company's project proposal). If you exceed 30 minutes of FREE support per month, logged time for the following support tasks will also be invoiced monthly:

Upgrade to Total Care (CTCA) or Premium Care (CPCA) to receive high priority support response times, 3 or 5 hours of prepaid support and other cost-saving benefits each month.

Support Agreement Exclusions

There are 2 ways that our support team will track/log their time for exclusions, this will be as;
  1. Increments of support 'time' will be added to complete your requests, and invoiced after the 20th of each month according to your Support Agreement.
  2. A quote for support time will be submitted for approval, and invoiced at after completion.
If your organisation requires a PO number for invoices, please help us out by providing this when you contact us, so that there are no delays.
  • Development
    • Custom API feeds, New or revised slide design
    • Maintenance, design and development related to altered data feeds, OS updates, new requirements
  • Client supplied 3rd party feeds
    • Maintenance, design and development related to altered data feeds (i.e. advanced or custom slides, new data fields, etc)
  • Updates/Changes/Support
    • Creation of new content on behalf of, or requested by the client (Via Email, Phone, Support ticket)
    • Fixing settings or issues that have been caused by a client making changes after client approved/signed-off project
    • Changes on any existing slides, content, text, copy, image, playlist or schedule in the client's environment. Includes both design and front-end integration required to complete changes.
    • Adding, changes and re-organisation of new member/user accounts, updating playlists, schedules, categories
  • Hardware Support
    • Any support regarding operating 3rd party hardware (such as screens not supplied by us)
    • Support for audio settings with either Screen or Speakers hardware
    • Reissuing/supplying IP addresses previously supplied
    • Investigating white-listing/black-listing of IP addresses in Firewalls
  • Digital Comms Dynamic Slides
    • Updates required to fix broken slides due to altered data feeds; resupplied by the client, or sourced through a 3rd party
    • Updates required to fix broken slides due to changes made by the client within Contegro in error
  • Digital Signage
    • Information Bar (Fixing bad syntax, the spacing of text, correcting wrong characters. (use Letters, Numbers and the following characters only ...!@#$%&*()_+...  )
To discuss your specific support needs, please contact
Did you know that also provides a personal Vibe Assist service? Book in a FREE chat today to find out how Vibe Assist can help you keep your communication plan on track.

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